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‎03-16-2022 02:14 PM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer
Operating System: Microsoft Windows 11

Hi HP Community,

 

I have a really odd problem and I am hoping someone can help me.

 

I am in a residential house with a WIFI that include the use of a range extender.  When my HP printer is connected to the network, the IP it was assigned was 192.168.0.18, while my computer is on 192.168.1.21.  

 

What's interesting is that through HP Smart, the app was able to connect to the printer.  I can also connect to the printer's web service by typing in the IP addess.  However, when I open up the Device and Printer page of Windows, it shows that the printer is "offline" and I can't print with it.   Opening up the printer properties in Windows, I can verify that the printer IP address is correct.    

 

I tried "Troubleshooting" it with the built-in Windows tool but it seems to think that the printer is turned off when in fact, it is actually on.

 

I can't for the life of me figured out how to get this to work.  The problem is, the HP Printer constantly changes IP address, and if the DHCP happens to assign an IP address that are on the same subnet as my computer, then the printer will work fine.

 

Here's a video that highlight was I've described above: https://www.screencast.com/t/ZrJeB2h6hS

 

Can someone help me get this resolved?

 

 

Thanks,

Simon

3 REPLIES 3

‎03-20-2022 02:53 PM

HP Recommended

@98wongjf

 

Welcome to the HP Support Community.

 

I'd be happy to help.

 

I'd recommend you take this up with your internet service provider.

 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

 

Thanks!

 

Have a great day!

 

 


I am an HP Employee

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‎03-22-2022 10:48 AM - edited ‎03-22-2022 10:49 AM

HP Recommended

So your solution is: “This is not my problem.  Go find someone else.”

 

OK.  Got it.

 

2 people found this reply helpful
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‎03-23-2022 11:33 AM

HP Recommended

I recommend you to contact the HP Support Team regarding this.

 

Link: https://www.hp.com/us-en/contact-hp/ww-phone-assist.html

 

Note:  Select the country accordingly to get the contact details for support.

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

 

Thanks!

Have a great day!


I am an HP Employee

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